Senior Service Delivery Manager

A Service Delivery Manager for Infrastructure is responsible for ensuring the efficient, reliable, and secure operation of an organization's core IT infrastructure and services. The role combines strategic oversight, vendor and team management, technical leadership, and client relationship management to drive high-quality service delivery in infrastructure environments.

Key Responsibilities

• Oversee the delivery, operation, and continual improvement of IT infrastructure services (servers, storage, networking, cloud, etc.), focusing on high availability and performance.
• Lead incident, problem, and change management processes using ITIL best practices; coordinate with internal teams and external vendors to resolve issues and restore service promptly.
• Manage relationships with business stakeholders and clients, acting as the point of escalation for infrastructure service issues.
• Monitor and report on service performance through KPIs, dashboards, and regular reviews; recommend and drive service improvement initiatives.
• Ensure compliance with relevant standards and frameworks (ISO, ITIL, security policies).
• Oversee budget planning, forecasting, resource allocation, and vendor management for infrastructure-related services.
• Participate in technology planning, infrastructure projects, and capacity management activities to support business growth.

Required Skills and Qualifications